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Martin Chung Bridging Software, Design, and Customer Experience (604) 817-6278 | [email protected] | Martinchung.Com | Richmond BC Canada

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Martin Chung Bridging Software, Design, and Customer Experience (604) 817-6278 | Martin@Martinchung.Com | Martinchung.Com | Richmond BC Canada Martin Chung Bridging Software, Design, and Customer Experience (604) 817-6278 | [email protected] | martinchung.com | Richmond BC Canada Profile Demonstrated leadership, entrepreneurship, depth, and passion in building mission- critical software for challenging environments such as retail, banking, and healthcare. 20+ year proven track record of building and coaching agile teams to deliver enterprise- level, innovative, secure, scalable, usable, quality software on time and budget, leveraging the latest technologies and development processes including Lean and Agile/Scrum. In-depth, hands-on expertise with all aspects of product management, including enterprise strategy, data-driven organizations, full stack software development, API design, customer metrics, search engine marketing, and conversion rate optimization. Passion for improving the omnichannel customer experience (CX/UX) through aligning marketing, support, design, analysis, and software development to boost sales, conversion rates, and customer satisfaction. Customer-facing skills and field consulting experience with excellent written and verbal communications, analysis and report writing skills, presentation skills, and a keen interest in teaching, coaching, and sharing. Current and Past Clients Best Buy Canada, State Farm Insurance, London Air Services, London Drugs, CIBC, Provincial Health Services Authority, RCMP, Government of Canada, Province of BC, Jean Coutu Group, Washington State Government, Suncor Energy, Shaw Communications, Telus, PriceWaterhouseCoopers, Richmond Go Karts, BC Women's Hospital, Vancity Credit Union, P&O Ports Vancouver, WorkSafe BC. Skills Software Team Management — manage cross-functional team of developers and QA, team coaching, software build master, secure and standard coding practices, rapid prototypes, version control and continuous integration. Product Management — business analysis and strategy, building business cases, lean minimal viable product (MVP), roadmap generation, product management, competitive product evaluations and shootouts. Martin Chung Project Management – Agile (Scrum / KanBan) methodology, Microsoft Project, Team Foundation Server, Git, Jira, Trello. Customer/User Experience — refining the omnichannel customer experience from pay-per- click, SEO, in-store, online, through to checkout and beyond; UX design and prototyping; usability testing advocate; conversion rate optimization; customer call centre improvement; information architecture; corporate branding and voice. Software — Deep .NET (C#, VB, C++) software development; Enterprise, SOA, and SaaS Architecture; Enterprise Application Integration (BizTalk Server); MS SQL Server, MySQL; Commerce Server; SharePoint; Workflow Foundation; Visual Studio, XCode (Objective-C & Swift iOS app development); Windows, MacOS, Unix/Linux. Web — HTML5, CSS, ASP.NET, Ruby, PHP, and JavaScript frameworks (Angular.js, jQuery, node.js); MVC (Ruby on Rails, ASP.NET MVC); memcached; Wordpress; Drupal. API Design – SOAP, WCF, and RESTful web services design, versioning, JSON and XML parsing, authentication and security design (HTTP, OAuth, tokens), cryptography. Security — application and web services security, internal penetration testing (Fiddler, Burp Suite), preparing threat analyses, satisfy OWASP and PCI DSS audit guidelines. Infrastructure — Microsoft Windows Server experience and related systems engineering experience (previous Microsoft Certified Systems Engineer certification), AWS. Web Marketing — Google Analytics Certification, Google Adwords platform, Google Maps Business View, social media marketing. Media Creation — photography, cinematography, sound recording and design; Adobe Creative Cloud (Illustrator, Photoshop, Lightroom, Premiere, After Effects); DaVinci Resolve, Blend (3D modeling). Speaking / Presentation – Microsoft Global Briefing presenter; CGA(CPA)-BC continuing education series presenter; Microsoft Developer Network author, presenter, and educator; .NET bootcamp instructor; photography club speaker. Memberships / Certifications Scrum.org – Professional Scrum Master (PSM) I, Professional Scrum Developer (PSD) I, Professional Scrum Product Owner (PSPO) I Education University of Victoria, Victoria, British Columbia, Canada - B.A. in Mathematics and History. Martin Chung Simon Fraser University, Burnaby, British Columbia, Canada - Computer Engineering. Professional development such as Nielsen/Norman Group Usability Training, Mahan Khalsa Helping Clients Succeed, Google Analytics Academy, OWASP security, PMP credits. Experience BRITISH COLUMBIA INSTITUTE OF TECHNOLOGY – INSTRUCTOR – 2016-PRESENT Part-time instructor for the New Media Digital Arts program. Teach and mentor students in the areas of HTML5/CSS3, Javascript and PHP scripting, web frameworks, responsive mobile web development, Scrum, and MySQL database development. STUDIO IMPOSSIBLE — OWNER — 2008 - PRESENT Owner of a media (photography and videography) studio, specializing in web software development, photography, film, corporate video, documentaries, 2-D and 3-D visual effects, agile business coaching and consulting for non-profits and small businesses. Major Projects: SURREY INTERNATIONAL WRITERS CONFERENCE - Develop and deploy new website (www.siwc.ca) from scratch, migrating from Drupal to Wordpress architecture using custom post types, taxonomies, form properties, and plugins to implement an event management solution. - Technologies: WordPress, custom plug-in development, REST web services, Drupal, PHP, JQuery, Visual Basic for Applications (VBA), Microsoft Word, Excel, Access. LONDON AIR SERVICES WEBSITE - Implement WordPress-based website (londonair.com) from scratch and create customize themes and install plugins as needed to satisfy the visual design. - Ensure continued and improved SEO rank through redirects, keyword analysis - Create photographic and video assets, including virtual tour. - Technologies: WordPress platform, JQuery, PHP, MySQL, Apache, Plesk , Adobe Creative Suite, PTGui, Pano2VR. LONDON DRUGS — SOFTWARE DEVELOPMENT MANAGER — 2006 - 2016 Directed all agile software development and UX activities for the London Drugs retail photofinishing division, involving multiple systems such as website (photolab.londondrugs.com), in-store kiosks, and in-lab workflow and manufacturing control systems. This group was run like a small startup within the larger corporate entity. Martin Chung Software Development Manager role: Managed (hire/fire/coach) a team of developers and QA. Coached and implemented agile/Scrum methodology with team and stakeholders, extensive hands-on coding, project management, release planning, and configuration management work. Performed numerous security audits and penetration tests. Product Manager / Architect role: Worked with marketing, business unit, and IT infrastructure to align, define, prioritize, and achieve business, corporate, and IT requirements. Devised short- and long-term architecture roadmaps across 20 different systems. Created mechanisms to measure and report on key performance indicators. Conducted specialized R&D for special proof-of-concepts / minimum viable products. User Experience role: Led web analytics and usability role tasks for the website. Implemented ways to identify and measure key performance indicators (KPIs) for UX, analyzed results, designed solutions for improving results (e.g. wireframes, paper prototyping, micro text changes). Achievements: - Consistently increased sales growth, enhanced product mix, reduced cost of goods, improved conversion rates and other KPIs in double digits year/year - Coached and advocated Agile / Scrum approach through development team, IT and business unit - Delivered high-quality, regular software releases across 20 different systems and multiple teams on aggressive schedules through process improvements - Increased site uptime, scalability and reliability through code improvements (cloud storage, distributed caching, database optimization) and server logging and monitoring - Implemented ways to segment, collect, and mine customer behaviour data - Ensured continued adherence to internal and external security and privacy requirements, including PCI DSS compliance - Championed UX/CX discipline within company, including building business case for UX/CX and making presentations to CEO/COO - Reduced call centre volume and systematically reduced top customer issues through focused, continual, iterative improvement of the website UX and implementing cross- departmental problem triage and release planning - Improved site organic SEO rankings to first page through focused catalogue IA, metadata, micro data formats, imagery, and content changes Major Projects: PHOTOLAB APPLICATION DEVELOPMENT ENVIRONMENT Established a baseline development environment for all London Drugs Photolab development where sustained development of multiple systems could be accomplished - Implemented Scrum/Agile, dedicated QA, TDD, UX, Continuous Integration Martin Chung - Implemented a multi-level development environment (developer, integration, QA, staging), including installing servers and software - Implemented project boards and activity and bug tracking tools. - Technologies: MSBuild, Team Foundation Server, Trello, FogBugz, Robocopy, Automation tools. PHOTOLAB WEBSITE, CHECKOUT, AND WEB SERVICES Continually architect and develop online photo finishing site (photolab.londondrugs.com) to improve user experience and sales. This customer- facing platform handles all imaging needs for the London Drugs photofinishing business,
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